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Customer Support Specialist

AdPerfect is an established best-in-class technology company and solutions provider. Our customers include some of the largest and most prominent media brands in the world, spanning 4 continents and reaching millions of users every day. Our mission is to make meaningful connections between our customers and their users through innovation and a commitment to excellent user experience.

We are looking for a self-motivated problem solver with strong experience in customer service and technical support to work with customers and internal teams to investigate and resolve issues, and track technical change requests. Clear written and verbal communication is critical, as well as the ability to bridge technical subjects with a non-technical audience.

Key Responsibilities

  • Acknowledge, evaluate and resolve customer issues
  • Respond quickly to new issues and proactively follow up to existing ones
  • Troubleshoot reported issues to determine the root cause
  • Escalate issues to other teams and stakeholders when appropriate
  • Work collaboratively with the client facing teams and customers
  • Actively participate in testing of product features and enhancements
  • Take responsibility for the quality of all tasks and duties executed
  • Learn and thoroughly understand our products and services

Experience & Qualifications

  • Minimum 2 years experience in a customer service and technical support capacity
  • Exceptional organization and problem solving skills
  • Ability to understand complex technical problems
  • Excellent verbal and written communication in English
  • Experience working with ZenDesk is a plus
  • Experience with Software as a Service (SaaS) platforms is an asset

AdPerfect provides a flexible environment, competitive compensation, profit sharing, RRSP matching, medical, dental, work-life balance, and regular company events to encourage social engagement and teamwork outside of the office. This is a full-time, on-site position.
 

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